Reconnecting a Disconnected Account-1976

Introduction

Authenticate two (2) Security Questions OR the CPNI PIN and one (1) security question before discussing or changing any applicable CPNI and PII-protected information; customers cannot opt-out of CPNI verification

  • For Digital West customers, send an email to support@digitalwest.net and include the following information:
     
    • Contact Name
       
    • Daytime contact number
       
    • Details of the request

Credit and Deposit Guidelines by Reconnect Type

  • Disconnected less than 90 days: no credit check required; take payment for full balance and secure deposit if old one was refunded to account
     
  • Disconnected more than 90 days: credit check required

Resolution Steps

  1. Follow Applicable Winback Policies for reconnection, CPNI and the credit policy
     
  2. When reconnecting an account, verify you are speaking with the account holder
     
  3. If there is an outstanding balance, you must take a payment for the balance before reconnect
     
  • For an outstanding write-off balance older than 7 years, increment the occupant code and install.  Do not use this article for a reconnect
     
  • In Site 48, check house comments on Customer Flash Screen [CF] for Non-GPON Symmetrical (formerly Wave G) Remote Install notes and use the case routing instructions for remote activation
     
  • Review the Equipment screen [BX] for type and quantity of equipment
     
  • If an internet customer wants to reconnect a DVR, recommend a TiVo
     
    • Add the TiVo service codes to the reconnect order and schedule in available quota
       
  • Verify Serviceable Status [SS] to ensure the correct codes are used when placing the reconnect order. This particularly applies to FTTH and phone service
     
  • When a phone number is disconnected, we cannot ensure the same number for reconnection- resale numbers cannot be reconnected
     
    • If the Serviceable Status indicates facility phone service is available; process a reconnect order
       
      • If facility phone service is not available, refer the customer to their original carrier

  • If a customer hangs up or is disconnected in the middle of a service change, and you cannot verify charges, timeframe, what is changed etc, exit out of the change and note the comments.

  1. From Order Entry choose work order type:
     
    • Reconnect [RE] if all services were disconnected
       
    • Select Service Change [UD] if account is still active and the customer is reconnecting a LOB
       
    • Then select Schdl Tech Visit
       
  2. Do not generate a new occupancy code when reconnecting service

Special Information:
 
  • If you receive an error Customer must be current, it means a new customer at the occupant address has been created
     
  • If the new account of the new occupant is pending install or installed, the previous account cannot be reconnected
     
  • If the new account occupant is in Never status and the pending install was canceled:
     
    • Contact a lead or supervisor to have the new occupant code deleted; then, the former account can be reconnected
  1. Order Entry [RE]:
     
    • Review the services that are being reconnected, check:
       
      • Pricing and Promotions for current offers
         
        • Customer must be disconnected more than 60 days to be considered a new customer
           
    • Add / remove the appropriate packages and service codes to the account
       
      • If you receive an Expired Service Error when reconnecting an account, replace the expired code with a new rate code
         
  2. One Time Charges [OT]
     
  3. Schedule for a time convenient for the custom
    • Reconnect [RE] after a completed non-pay disconnect at tap requires a truck roll unless the non pay work order was closed out by Tech ID NON PAY NO ROLL or 80860 - AUSTIN NONPAY

  • Note: if 80860 - AUSTIN NONPAY and the customer has fiber an SRO is created right after the Non-Pay to roll on it, if there is no SRO right after the Non-Pay then there was no truck roll
  • If the Cable service is active and the customer already has the equipment for the cable or modem service (either company owned or BYOM), Office Only the of order only if the disconnects was within the last 30 days
     
  • Otherwise, must be set up for a truck roll
  1. Activate the username to complete the data service reconnect; these steps need to be repeated for every username showing on the Data User [DU] screen
     
    • Highlight the username by clicking on it
       
    • Click the Change button
       
    • Click Resend Login from the menu on the left
       
    • The username should already exist
       
  2. Re-provision the modem
     
  3. If the customer has TiVo(s):
     
  1. Order Entry [UD]:
     
    • Review the services that are being reconnected and upsell when possible, check:
       
      • Pricing and Promotions for current offers
         
        • Customer must be disconnected more than 60 days to be considered a new customer
           
    • Add/remove the appropriate package and service codes to the account
       
      • If you receive an Expired Service Error, replace the expired code with a new rate code
         
  2. Telephone Services [TE]:
     
    1. Confirm the telephone number(s) the customer is reconnecting
       
    2. Add or remove services as requested
       
    3. When a customer is reconnecting telephone service, select the Act/Dis from the left menu area, select the phone number that the customer is reconnecting
       
    4. Click on Reconnect at the bottom of the screen; confirm directory listing, calling plans, and features
       
      • Contact a Team Lead/Supervisor for assistance if this message displays: Previous number is unavailable or invalid for address, a new number has been assigned
         
  3. One Time Charges:
     
  4. Schedule the work order for a time convenient for the customer
     
    • Reconnects involving Telephone must be setup as a truck roll
       
    • In the work order comments, enter the telephone number(s) to be reconnected
  1. Activate the username to complete the data service reconnect; these steps need to be repeated for every username showing on the Data User [DU] screen
     
    • Highlight the username by clicking on it
       
    • Click the Change button
       
    • Click Resend Login from the menu on the left
       
    • The username should already exist
       
  2. Re-provision the modem
     

5.If the customer has TiVo(s):
 


Article ID: 310
Created: February 2, 2024
Last Updated: February 15, 2024
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=310